To Thrive in the AI Era, Companies Need Agent Managers

Zach Stauber’s day begins before the first customer support ticket even lands in the queue. Stauber, a support agent manager at Salesforce, a global company that provides businesses with a customer relationship management (CRM) platform, manages a fleet of generative AI support agents across support, sales, and marketing on a platform the company calls. Stauber describes his routine this way: “Data, Data, Data. I start and end my day in dashboards, scorecards, and agent observability monitoring.” He focuses on how the AI agents are working, but also how they are learning and adapting—much like how a traditional manager might walk the floor, check in with a struggling employee, or huddle with a team on a tricky case.